This restaurant caters to many people including families with kids, people who enjoy a meal out but aren't in the position to spend a fortune. If you're looking for a genuine italian meal, of COURSE you're not going to find it here - why would you expect to? If you're being cheap, you're probably not going to find gourmet.
That said, it's a great place to go for a casual meal, to take your kids to without getting the evil eye, to enjoy a night out without spending a fortune. FYI, this restaurant is across from the movie theatres, so if you're expecting to rush in on a friday/saturday night 30 minutes before your movie starts....well, you're not the only one, and no one can perform miracles.
Personally, I've always enjoyed the food here, and any problems I've ever experienced with the servers have been quickly (and overly) rectified by the managers - just ask to speak to them, and you won't be disappointed. No, not all the servers are great, but this is a minimum wage industry during an extreme all-around labour shortage, so no surprises there.
Again, you get what you pay for. If you're looking for 5-star dining, go downtown and pay for it. If you're looking for an enjoyable meal at affordable prices, you've found it.